Rights & Responsibilities of Clients


Courtesy and Respect – We will:

  • Treat you fairly and with dignity
  • Be considerate and respectful of your ethnic, psychological, spiritual, language, cultural, or sexual orientation (male, female or transgender) background
  • Listen to your concerns

Privacy and Confidentiality – We will:

  • Treat your personal health information in confidence and use it in a way that respects your wishes
  • We will protect your personal health information

Safe Care and Treatment – We will:

  • Provide care and services in a welcoming, safe, non-judgmental environment
  • Provide relevant information about your illness or health condition
  • Support you as you make important decisions about your well-being
  • Explain what will happen if you consent to treatment or refuse treatment

Access to the Complaints Resolution Process – We will:

  • Invite and encourage you to ask questions about your care and the OCCHC services
  • Provide a proactive process for giving us your feedback about the OCCHC; it’s care and services


Active Partnering in Your Care – You are to:

  • Tell us about your health and well-being
  • Provide accurate information about your past medical and social history when needed
  • Be an active partner in your care
  • Ask us questions

Courtesy and Respect – You are to:

  • Treat staff, other clients and visitors, with consideration and respect
  • Follow our rules such as safety and emergency measures and the waiting room Code of Conduct
  • Be accountable for your actions and accept any outcomes of inappropriate behaviour, which may include temporary or permanent removal from the OCCHC’s services
  • Wash your hands or use hand sanitizer when you arrive and when you leave, especially in cold and flu season

Using Health Care Resources Wisely – You are to:

  • Be on time for your appointment
  • Contact us at least 24 hours in advance to cancel appointments that you are not able to attend
  • Be honest in your interactions with OCCHC staff


We encourage feedback from everyone we serve.  There are regular experience surveys, feedback forms and evaluation forms for our groups.  The Centre also has a complaint process, if you feel that your concerns warrant investigation.

Our complaint process includes two parts – the informal process, where individuals may address their concerns directly to the provider with whom they are dissatisfied and the formal process, which is used for more formal concerns.  We have a complaint process handout that explains how it works.